Customer Appreciation at Thanksgiving, and Throughout the Year

There are certain times of year where we make a conscious effort to think about what we are thankful for. Thanksgiving is a time when many of us here in the United States sit and reflect on this. We take the opportunity to thank friends, family, employers, employees, co-workers and our valued customers. So as

As we discussed in a past article: Artificial Intelligence and the Customer Service Experience, emerging technologies that include artificial intelligence will only have long-term value if augmented with human touch. Coined a few decades ago by psychologist and author, Daniel Goleman, “Emotional Intelligence” or E.I. will become increasingly important in this Automation Age. What defines

Customer Service That Would Make Mom Proud – Webinar with Jeanne Bliss

We recently hosted a dynamic and very refreshing webinar with customer service expert Jeanne Bliss. Jeanne is one of the foremost experts on customer-focused leadership and paved the way for the role of the Chief Customer Officer. She has held customer service executive roles at Lands’ End, Coldwell Banker, Allstate, Mazda, and Microsoft. Since 2002

What is Service Excellence? Simply stated, good customer service is the extent to which a product or service meets the customer’s needs and expectations. Excellent service is when these expectations are surpassed and when customers feel that a company or employee has gone beyond the call – it’s that intangible, unexpected “extra” in the form

Business Etiquette and Customer Service in the Digital Age

As we enter an increasingly technological, digital and AI-dominated world, it may be tempting to conclude that common courtesy and business etiquette no longer matter. However, even in this digital age, how people perceive and experience each other – whether in the workplace or social settings – is still a very important part of personal